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Privacy Policy & Modern Slavery and Human Trafficking Statement

Privacy Policy & Modern Slavery and Human Trafficking Statement

Privacy Policy

We may update this privacy policy from time to time by publishing the amended version on our website and we will review it annually.

This privacy policy applies to personal information we hold about individuals. It does not apply to information we hold about companies and other organisations.

We take the privacy of your personal information very seriously and will only use your personal information in accordance with the current data protection law in the UK and this privacy policy.

We may receive information about you:

  • If you contact us directly, via our website or our customer services teams - through applying for one of our products or services, or to make an enquiry or other request.
  • From our network of franchised dealers, to whom you have given your information.
  • Occasionally from other third parties who may lawfully pass to us information about you.
  • If you apply for a position within Arden Maidstone Limited.

We may use your information (which we receive from you or third parties, or information that we learn about you from the way you use our products or services), for a variety of purposes, including but not limited to:

  • To provide or manage any information, products or services you have asked for.
  • To help us identify you when you contact us.
  • For general administration purposes.
  • To help us improve the quality of our products and services.
  • To help us detect and prevent fraud and money laundering.
  • To help us recover debts.
  • To carry out analysis and customer profiling.
  • To identify other products and services which might be of interest to you and to inform you about our products and services (please see below).

We may share your information for any of these purposes with:

  • Authorised franchised retailers within the Arden Maidstone Limited network.
  • Our carefully chosen business partners who provide products or services under one of our group companies.
  • Our service providers and agents who perform services on our behalf, such as marketing agencies and data management firms.

We may also pass your information to third parties:

  • If we have been asked to provide information for legal or regulatory purposes.
  • In relation to existing or future legal proceedings.
  • In the process of selling one or more of our businesses, or to anyone to whom we may transfer our rights under any customer agreement we have with you.
  • For the purpose of preventing fraud/loss, for example to fraud prevention agencies.

Informing you about our products and services:

We may use your information to contact you with news on products or services provided/sold by Arden Maidstone Limited and products and services provided by other group companies, (or our carefully selected business partners), which may be of interest to you and occasionally for market research purposes.

We and these other parties may contact you by post, phone, e-mail, SMS and other electronic means.

You can opt out of receiving marketing communications from us on products and services by ticking the appropriate box (if providing your information on www.ardenbmw.co.uk)  or at any time by calling the retailer you provided your information to in the first instance (Retailer contact details can be found on this website). Alternatively you can contact Arden Maidstone Limited directly on 01622 717222, or write to us: Marketing Manager, Arden Maidstone Limited, 12 Wood Close, Quarry Wood Industrial Estate, Aylesford, Kent ME20 7UB.

We may inform you when inviting you to provide your personal details, that by providing these details you will be indicating your agreement to receive marketing communication by these means. If you give us your agreement and subsequently wish to opt out, you can do so by clicking the unsubscribe link which we include on all of our marketing communication, or you can contact us at any time at the address or telephone number above.

Please be aware that if you opt out of marketing communications received from one retailer within the Arden Maidstone network, your personal information may also be held by another retailer within Arden Maidstone Limited, you will continue to receive information from that retailer until such time as you opt out of marketing activity from that retailer specifically.

Please note if you purchase a vehicle from a franchised retailer that is not part of Arden Maidstone Limited, or otherwise give your information to such a retailer, or to a manufacturer directly, you will have a separate relationship with that organisation in respect of the use of your data and you will need to contact the organisation concerned, in relation to any request you may have in regards to that organisations use of your data.

The range of products and services offered by Arden Maidstone Limited, group companies or selected business partners include, but is not limited to:

  • Vehicle sales.
  • Motor related products and services, including (amongst other things) vehicle aftersales care, finance, leasing and ancillary insurances, vehicle accessories, vehicle emergency service, vehicle warranties and motor insurance.
  • Personal finance products.

Our group companies trading in the UK include:

  • Arden Maidstone BMW
  • Arden Maidstone MINI

Arden Maidstone Limited internet sites:

We try to keep our websites secure. However you recognise when providing your information to us through our websites, or when you send us or ask us to send you any of your confidential information by e-mail, that the internet and e-mail communications over the internet may not be secure. Arden Maidstone Limited cannot be responsible for any loss or unauthorised interception of information transmitted via the internet, which is beyond our control.

Arden Maidstone Limited internet sites may contain links to other websites outside of our group. Our privacy policy only applies to our websites. We are not responsible for the content, privacy or security of other websites.

When you visit our web site, our web server automatically records your IP address, the web site from which you visit us, the web pages you actually visit and the date and length of your visit. Personal data is only stored if volunteered by you, for example in the context of an enquiry, a survey, entering a promotional contest etc.

Use of cookies on Arden Maidstone Limited internet sites:

A 'cookie' is a piece of information that a website transfers to the cookie file of the browser on your computer's hard disk, so that the website can remember who you are. A cookie will typically contain the name of the domain from which the cookie has come, the 'lifetime' of the cookie, and a value, usually a randomly generated unique number.

When you visit Arden Maidstone Limited internet sites we may send you a cookie. We may use cookies in the following ways:

  • To help us recognise you as a unique visitor (just a number) when you return to our website and to allow us to tailor content of our site to match your preferred interests; including any 'favourite vehicles' or 'vehicle comparisons' you may save.
  • To compile anonymous, aggregated statistics that allow us to understand how users use our site and to help us improve the structure of our website. We cannot identify you personally in this way.

Two types of cookies may be used on Arden Maidstone Limited internet sites: session cookies, which are temporary cookies that remain in the cookie file of your browser until you leave the site, and persistent cookies, which remain in the cookie file of your browser for longer, (how long will depend on the lifetime of the specific cookie).

Disabling/Enabling Cookies:

You can accept or decline cookies by modifying the settings in your browser. However, you may not be able to use all the interactive features of our websites if cookies are disabled.

You can find information on how to disable or enable cookies by visiting www.allaboutcookies.org.

When providing information to Arden Maidstone Limited:

If you give us information on behalf of someone else, you confirm to us that you have their permission to do so and that they are aware of the contents of this privacy policy and do not have any objection to our processing their information in accordance with this policy.

You are responsible for informing us of any change in your details, such as a change of address. You have a right to ask us to correct any inaccuracies in the information we hold about you.

You have a right to ask what information we hold about you. Please contact the retailer which you have received correspondence from for these purposes. The retailer will ask you to complete a Data Subject Access Request form and provide the necessary identity documents ahead of releasing the information.

If you are under 16 please do not provide us with any personal information unless you have the permission of your parent or guardian to do so.

All correspondence including but not limited to, telephone calls and e-mails to Arden Maidstone Limited companies, may be recorded and/or monitored for training and/or auditing purposes.

Arden Maidstone Limited uses technical and organisational security measures in order to protect the data we have under our control against accidental or intentional manipulation, loss, destruction and against access by unauthorised persons.

Contact us

You can contact Arden Maidstone Limited in relation to this privacy policy by writing to us at: e-Marketing, Arden Maidstone Limited, 12 Wood Close, Quarry Wood Industrial Estate, Aylesford, Kent, ME20 7UB
Alternatively you can e-mail: marketing@ardenbmw.co.uk

 

Modern slavery and human trafficking statement

This statement is reviewed each year and is a guideline for Arden Maidstone management and staff for the financial year. The statement represents the steps Arden Maidstone has taken during the financial year.

Introduction

Modern slavery is an international crime, a violation of fundamental human rights and is estimated to affect more than 29 million people worldwide. There are many forms of modern slavery, such as slavery, servitude, forced labour and human trafficking but the common theme is someone depriving another person of their liberty for personal or commercial gain.

Arden Maidstone Limited has a zero tolerance approach to modern slavery. We are committed to acting ethically in all our business dealings and ensuring that we have systems and processes in place to ensure modern slavery is not occurring anywhere within our business or supply chain.

This statement sets out Arden Maidstone Limited actions to understand all potential modern slavery risks related to its business and to put in place steps that are aimed at ensuring that there is no slavery or human trafficking in its own business and its supply chains. This statement relates to actions and activities during the financial year 1st January 2017 to 31 December 2017.

As part of motor industry, the organisation recognises that it has a responsibility to take a robust approach to slavery and human trafficking.
The organisation is absolutely committed to preventing slavery and human trafficking in its corporate activities, and to ensuring that its supply chains are free from slavery and human trafficking.

Organisational structure and supply chains

This statement covers the activities of Arden Maidstone Limited which operates in Kent, United Kingdom. There are a few locations:

BMW Retailer: 12 Wood Close, Quarry Wood Industrial Estate, Kent, ME20 7UB

MINI Retailer: 736 London Road, Larkfield, Kent, ME20 6BG

Service Centre: Units 8 & 9, Quarry Wood Industrial Estate, Kent, ME20 7UB

Storage Unit/ Valeting Department: Quarry Wood Industrial Estate, Kent, ME20 7UB

Our associated business suppliers are our manufacturer and subsidiary companies within BMW Group UK, and other suppliers. Some of these suppliers work within the business on a day to day basis:

 Automotive Systems UK Limited - TCF/FCA Compliance Consultancy
 RJG Consultants Limited – IT Consultancy.
 MotorClean Limited – contract valeters
 SeeClear Ltd – premises cleaners
 B&M Ltd – Smart repairers
Anti-Slavery Policies

The Group is committed to ensuring that no modern slavery is occurring within our supply chain or in any part of our business and to this end have adopted an anti-slavery policy, which has been communicated to all our staff.

Procedures

The company operates a robust recruitment process in accordance with UK legislation, including interviews for all roles, ID checks and ensuring everyone employed is over the age of 16.

A review of our supply chain identified that 533 suppliers were used during 2017, with a combined spend of around £8 million. Of the supply chain 100% were located in either the UK or EU and are considered low risk. The largest 30 suppliers accounted for 89.7% of the total spend and we are endeavour to ensure these suppliers have robust anti-slavery procedures in place.

Training

To ensure modern slavery is understood by our staff we have provided training to managers and supervisor staff to raise awareness and highlight any concerns staff may have. We cover modern slavery in our one day Arden Maidstone Induction Program for all new starters into the business.

Effectiveness in Combating Modern Slavery

No instances have been identified within our supply chain of modern slavery, so we have not considered it necessary to adopt any formal KPI’s, though we intend to keep this under review.

Approval

This statement is made under section 54(1) of the Modern Slavery Act 2015 and constitutes our slavery and human trafficking statement for the financial year ending 31 December 2017.

Section 54 of the Modern Slavery Act 2015 requires commercial organisations to prepare a slavery and human trafficking statement for each financial year of the organisation. The statement must set out the steps that the organisation has taken during the financial year to ensure that slavery and human trafficking is not taking place in any of its supply chains, and in any part of its own business. If the organisation has not taken any such steps, it must still publish a statement to that effect.

Managing Director - Ross Daverson

This statement was approved on 8th May 2018 by the organisation's Managing Director and the management team, who will review and update it annually.
Laws and Leading statutory authority relating to this document:

 Modern Slavery Act 2015
 Transparency in supply chains etc: a practical guide
 Transparency in supply chains (TISC) modern slavery and human trafficking statements registry
 Modern Slavery Act statements registry
 Stronger together initiative
 Ethical trading initiative
 Gangmasters and Labour Abuse Authority
 Global slavery index
 Business and human rights resource centre
 International Labour Organisation: forced labour, human trafficking and slavery
 Guiding principles on business and human rights: implementing the United Nations "protect, respect and remedy" framework

Company Information

Company Information

Registered Name: Arden Maidstone Limited

Company Registered Number: 6894533

Place of Registration: England and Wales

Registered Office Address: 12 Wood Close, Quarry Wood, Aylesford, Kent, ME20 7UB

VAT Number: GB 975 9711 62

Email Address: mail@ardenbmw.co.uk

FCA Status Disclosure: 

Arden Maidstone Limited is an Appointed Representative of South Quays Limited who is authorised and regulated by the Financial Conduct Authority (FCA) for Insurance Mediation activity only (FRN 528881). Arden Maidstone Limited is directly authorised and regulated by the Financial Conduct Authority (FCA) for Consumer Credit activity only (Limited Permissions) (FRN 673369)  You can check this on the FCA’s website www.FCA.gov.uk/register or by contacting the FCA on 0845 6061234

Complaints Procedure

Complaints Procedure

BMW (UK) Limited (BMW) is committed to providing products and service of the highest standard. But we do understand that sometimes things can go wrong. If you have a concern or are dissatisfied in any way, we’ll do our best to help resolve the situation in a fair and transparent way.

BMW will investigate all complaints competently, diligently and impartially obtaining additional information as necessary. Every complaint will be assessed fairly, consistently and promptly taking into account all relevant factors to ensure a fair outcome for you.

Step 1

Discussion with your BMW Centre.

If you have a concern with either your vehicle or the service you have received at your BMW Centre, please firstly raise this with the Service Manager or Head of Business at the BMW Centre itself. They are best placed to address your concerns and if required, will contact us directly on your behalf.

 

Step 2

Contacting us.

Should you remain unhappy with your BMW Centre’s response, please contact us by your preferred method from the list below.

Customer Service
BMW (UK) Limited
Summit ONE
Summit Avenue
Farnborough
Hampshire GU14 0FB

Telephone:

0370 5050 160

Email:

customer.service@bmw.co.uk

We’re here:
9am - 6pm Monday to Friday

What you will need to provide.

To help us investigate and try to resolve your complaint, please provide us with the following information:

  • your name and address;
  • details of how we can contact you;
  • a clear description of your complaint;
  • details of what you would like us to do to rectify the situation; and
  • if appropriate, copies of any relevant supporting documentation.

Our commitment to you.

  • We’ll thoroughly investigate your complaint and offer a fair response that will take into account all the information available to us
  • We will do our best to resolve your complaint quickly, by the end of the next business day if possible. If this is not possible, and your complaint relates to our credit broking, we will:
    • within 5 working days, provide a written acknowledgement of your complaint and give you the details of who is handling the case and how to contact them
    • keep you updated on the progress of your complaint, and
    • within 8 weeks of receiving your complaint, we will either: write to you with our final response and the reasons for providing this response, or explain why we are not in a position to give you a final response and let you know when we expect to be able to provide it.
  • In some cases we’ll need to contact your BMW Centre for more information. If appropriate, we may refer the complaint directly to them for information or action
  • We may not always provide the answer you are looking for, but we’ll make sure we offer a clear explanation for our decision

 

Financial Services

If your complaint relates to a finance agreement with BMW Financial Services, please click below for details on BMW Financial Services’ complaint handling procedure.

Find out more

 

Step 3

What if I remain unhappy with your response?

If you are dissatisfied with either our final response, or the reasons for any delay in providing our final response you may be able to ask the Financial Ombudsman Service for an independent review.

To be able to ask them for an independent review your complaint must be in relation to our credit broking activities that is to say any marketing material or recommendations we make in relation to any finance offers from BMW Financial Services (GB) Limited and you must have given us the opportunity to find a resolution first. You must also be a private individual, or a business, charity or trust with an annual turnover of less than 2 million euros and fewer than 10 employees.

If you wish to pursue your complaint to the Financial Ombudsman Service you must do so within 6 months from the date on which we send you our final response letter. The Financial Ombudsman’s details are:

The Financial Ombudsman Service
Exchange Tower
London
E14 9SR

Telephone:

0300 123 9 123

Email:

complaint.info@financial-ombudsman.org.uk

Website:

www.financial-ombudsman.org.uk

You may also raise a complaint with any of the trade bodies listed below.

 

Motor Codes

Motor Codes is a government-backed, self-regulatory body for the motor industry. BMW subscribes to the New Car Code, which covers the sale of new cars, warranties, the availability of replacement parts, and advertising and complaint handling. In addition, our BMW Centres subscribe to the Service and Repair Code which commits them to open, transparent and fair methods of business aiming to maintain consistently high standards.

Telephone:

0207 3441 651

Email:

consumer@motorcodes.co.uk

Website:

www.motorcodes.co.uk

 

BVRLA conciliation

BMW is a member of the British Vehicle Rental and Leasing Association (the BVRLA). If you are not happy with our final response and would like to refer your complaint to the BVRLA’s conciliation scheme, you may email them at:

complaint@bvrla.co.uk

or write to them at:

BVRLA
River Lodge
Badminton Court
Amersham
HP7 0DD

 

The European Commission’s Online Dispute Resolution Service

European legislation guarantees consumers:

  • fair treatment;
  • products which meet acceptable standards;
  • a right of redress if something goes wrong.

To help ensure that companies meet the standards set by the European Parliament, consumers now have the right to address their complaint to the European Commission’s Online Dispute Resolution (ODR) Service. For full details please go to:

http://ec.europa.eu/consumers/odr/